Terrible service, would not accommodate a handicapped child with epilepsy.
04/08/2019 Zachary A, Grand Junction, Colorado
This was the WORST Best Western my family has ever stayed at. We booked a handicapped-accessible room for 14-year-old son who is wheelchair-bound and suffers up to 100 seizures a day. Needless to say,... more
This was the WORST Best Western my family has ever stayed at. We booked a handicapped-accessible room for 14-year-old son who is wheelchair-bound and suffers up to 100 seizures a day. Needless to say, we do not get to socialize like typical families. This was an opportunity for us to get some much needed respite. Unfortunately, this hotel essentially ruined 2 days of our 6 day vacation. They booked us into a room that was NOT handicapped-accessible, had no refrigerator, no microwave, no coffee maker. The hotel was sold out and had no options available to us. We had to split-up and have one parent stay with our son at a family member's house, JUST SO HE COULD USE THE TOILET. They assured us that the next morning we would be placed into an appropriate room. Morning comes around, and what do you know, they're sold out, they're doing construction and have NO LOBBY, NO BREAKFAST AREA, and a cold, crappy breakfast offering only pastries and cereal. I told the front desk that this LITERALLY cannot work for our family. They cancelled the rest of our stay. The OWNER, who introduced himself as John, seemed genuinely concerned when he confronted me as I was packing up our belongings. He offered me two free nights if we return on our next vacation, which I was excited about as we live on an extremely limited income. I said we would be willing to come back and try again in the future, as I know that things just happen sometimes. Matter of fact, I've worked in lodging for 14 years. Fast forward two weeks - still no call or email from John the Owner as promised. I've called three times now and spoken to a different desk agent each time. Each time they assured me that either the general manager or the owner would get in touch with me. No one has contacted me and I feel silly for giving the benefit of the doubt multiple times now. This hotel is not interested in guest satisfaction. You guys screwed us over and wrecked 2 days of our short vacation. Luckily, we stay at many Best Westerns, and we knew that the Best Western Plus in La Mesa would not only be able to accommodate our needs, but their service would be, as always, absolutely impeccable. Shame on you John and your staff. I will further review your motel on other sites as well. And I will be filing a complaint with CRS, since no one at your property is capable of rectifying this WHACK situation. less
HotelGuySanDiego, Owner at Best Western Lamplighter Inn & Suites at SDSU, responded to this review
I am very sorry for your experience with us. The day I spoke with you we were making the big move from our temporary lobby into our new lobby. My intent was to have the certificates sent to you as soon as I got back to my office, but the day was so hectic that, I’m embarrassed to say, I forgot. I feel terrible for this. The fact that you tried to reach us on multiple occasions but was unable to is not something we are taking lightly; we are looking into this matter with our staff. I have been in the hospitality business for many years. My grandfather actually started our small business over 40 years ago. I completely understand the importance of providing outstanding customer service to each and every one of our guests. I am terribly sorry that we failed you and your family in this instance.
We are always looking for ways to improve our hotel. We just finished construction of our new lobby and breakfast room and have finally moved into our new building! It has been a long and arduous process. During construction there were some inconveniences, such as, having to provide a limited breakfast due to health permit regulations. We are now serving our usual complimentary deluxe continental breakfast and are getting ready to add additional food items to our menu.
Many things went wrong with your reservation. This is not typical of us, and we all feel terrible for your experience. Please accept our apology. You are a valued guest and we do hope you will give us another opportunity to serve you.
Proud Owner, Best Western Lamplighter Inn & Suites